· A minimum requirement of a Bachelor's degree at a nationally recognised/certified University in a related discipline and 2 years post-related experience
· Or exceptionally, the lack of a university degree may be compensated by the demonstration of a candidate's particular abilities or experience that is/are of interest to NCI Agency, that is, at least 6 years extensive and progressive expertise in duties related to the function of the post. At least 2-year experience relevant to Account Management
· Demonstrable knowledge, experience and understanding of Customer Management and skills in negotiation; must have a sense of diplomacy and propriety in order to work harmoniously with colleagues and other staff, in an international environment, as well as with staff from private scientific/industrial organisations as required
· Experience working in a multilateral environment or an environment with a variety of stakeholders from multi-cultural backgrounds
· Proven experience in the use of computer-based support tools with an emphasis on Microsoft Office and planning tools
· Recent experience (at least 2 years) in the development, planning, acquisition, delivery of ICT/C4ISR services, systems and/or solutions, or elements thereof

Desirable Qualifications/Experience:
· Demonstrable NATO experience or equivalent national experience dealing with NATO agencies that includes knowledge of NATO responsibilities and organizations. In addition, knowledge of the NATO budget cycle and procurement policies, processes and associated documentation
· Recent operational experience (at least 2 years) in the use of fielded ICT/C4ISR systems
· ITIL, PRINCE2, MSP and/or PMP certification
· Prior experience of working in an international environment comprising both military and civilian elements

DUTIES/ROLE:
· Support the development of jointly owned Customer Agreements (incl. resolving basic legal issues), e.g. Service Level Agreements (SLA)/Service Support Packages (SSP), Price Proposals
· Build long-term, strategic relationships with senior stakeholders (internal and external) and support actions to improve relations and open communications with and between stakeholders
· Understand Customer's business and needs, and support a joint and coordinated approach to requirement coherence within a given portfolio of Customer Agreements
· Manage Business Intake for supported Customers and deliver Price/Project Proposals for supported Customers in accordance with the relevant processes and Direction & Guidance by Management and Governance
· Support the customer in the budgetary screening process
· Ensure that the formal NCI Agency Customer Agreements are in line with expectations of Customers
· Monitor in-year execution of Agreements once they are in force, including customer issue/problem handling and participating in review meetings
· Contribute to the NCI Agency, COO and Branch business planning process
· Provide reporting material as required
· Take proactive initiative in nurturing and managing customer relationships, and promote the NCI Agency's capabilities across the different ICT/C4ISR domains
· Build and Maintain a Customer CRM picture that will help the rest of the agency to understand the Customer's responsibilities, key players, issues, forecast, satisfaction levels, key initiatives, etc.
· Engage with both Customers and relevant stakeholders for the resolution of issues should they arise, including supporting the complaint handling process
· Support the Principal/Senior Account Manager in contributing to:
ü The development of the Demand Forecast, based on the understanding of Customer Requirements
ü The improvement of all management processes, liaising with other relevant stakeholders as necessary. This includes development and implementation of relevant SOPs, Reporting Metrics Measures and KPIs
ü The planning and prioritization of activities in the Account